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Internet banking and customer satisfaction thesis


internet banking and customer satisfaction thesis

electronic payment for Internet services. Model Unstandardized Coefficients Standardized Coefficients t Sig. This scale was based on twelve dimensions namely: informational fit to task, interaction, trust, response time, design, intuitiveness, visual appeal, innovativeness, flow, emotional appeal, integrated communication, business processes, and substitutability. Sadaf Firdous research scholar, Centre for Management studies, Jamia Millia Islamia, New Delhi, India. Introduction, the technological innovation of electronic channel of service delivery has brought in a level playing field for businesses by eliminating geographical, regulatory, and industrial barriers. Recent evidence suggests that an Internet-based consumer banking strategy may be effective, with reports of more profitable, loyal and committed consumers compared with traditional banking consumers (ABA, 2004; Fox, 2005). Sampling The samples of the survey were people living in New Delhi that have been users of Internet Banking system of SBI and Indian bank for at least one year. 7 introduced a 12-dimension scale namely WebQual with the following dimensions: informational fit-to-task, tailored communication, and trust, and response time, ease of understanding, intuitive operation, visual appeal, innovativeness, emotional appeal, consistent image, on-line completeness, and relative advantage. Five service quality dimensions; reliability, responsiveness, assurance, tangibles and empathy, derived from the servqual model with support of literature review have been selected as forecasters of customer satisfaction in E-banking. Theoritical Framework This study has used the E-S Qual and E-RecS-Qual model developed by Parasuraman.

(PDF) Internet banking and customer satisfaction in Pakistan



internet banking and customer satisfaction thesis

Internet banking and customer satisfaction thesis
internet banking and customer satisfaction thesis

Int Journal of Engineering Research and Applications 4: 350-359. Research limitations: The research has contributed to an understanding of the importance of various dimensions that internet banking service quality comprises of and how the impact customer satisfaction. They further added another dimension to this scale and created an e-recovery service quality scale (E-Recsqual) consisting of 11 items on three dimensions: Responsiveness, Compensation, and Contact. This value indicates that there exists a significant and positive relation between the two which a implying a strong relation between the two. Rahela Farooqi, professor, Centre for Management studies, Jamia Millia Islamia, New Delhi, India *Corresponding Author: Sadaf laptops in school essays Firdous, research scholar, centre for Management studies. 1.1-occupation Frequency Percent Valid Percent Cumulative Percent Valid Public setor.6.6.6 Private sector.1.1.7 Business.6.6.3 Student 110.7.7 100.0 Total 194 100.0 100.0.2-AGE Frequency Percent Valid Percent Cumulative Percent Valid 20 years. In terms of educational attainment, a great majority of them, that is 44 respondents representing.8 percent have were post graduates, while only 30 percent were undergraduates. Information and Management 38: 23-34. They studied the impact of service quality factors of Internet Banking on customer satisfaction in Iran.

The five factors which can influence customer satisfaction toward Internet banking.
Customer Perceived Value in Internet Banking in Ghana, Master Thesis.
This research work intends to investigate the impact of E-banking variables on cus tomer satisfaction in Pakistan.
Five service quality dimensions; reliability.
The Impact of Online Internet Banking in Customer Satisfaction in the Contex t of Brac.


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